Head of Intelligent Customer Service Product of 58 Tongcheng AI Lab
In 2021, he joined the AI Lab of 58 Tongcheng, and successfully applied the intelligent customer service retention robot in the four business lines of real estate, recruitment, automotive and local services, saving labor costs and creating revenue for the business. He worked at Xiaomi AI Department, responsible for the construction of the knowledge Q&A pendant function of Xiaoxia classmates, and has been deeply engaged in the field of conversation robot for many years.
Smart Chat Assistant Improves Operational Efficiency for Local Service Merchants
58 Tongcheng life service platform connects a large number of C-side users and B-side merchants. B-side merchants get traffic by releasing information on the platform, and C-side users can use WeChat to communicate with B-side merchants. In the local service business line, a large number of merchants are unable to respond to information in time due to their busy daily work, resulting in serious loss of business opportunities. We applied the intelligent customer service retention robot to the communication scenario of WeChat and created an intelligent chatting assistant for merchants, using the robot to communicate with users instead of merchants, effectively improving the operational efficiency of merchants. The intelligent chat assistant is commercialized and sold to merchants, and can contribute tens of millions of dollars in revenue each year. The main task of the retention robot is to guide the user to leave profile information, which requires the integration of QABot and TaskBot technologies, capable of passive answers, active guidance, and multiple rounds of dialogue with the user like a human being. This topic will be a complete introduction to the intelligent chat assistant product solution, and give some personal thoughts on the application of the current hot big model on intelligent chat assistants.